Managing what you measure: creating outcome-driven systems of care for youth with serious emotional disturbances

This article presents the California System of Care Model for youth with severe emotional disturbances as an illustration of how ongoing assessment of the costs and outcomes of service delivery can be an integral part of a service delivery model. The core of this model, developed initially in Ventura County, California, is a five-step planning process that guides care system development and implementation. The implications of each stage of the planning process for evaluation and feedback at the child, family, and system levels are highlighted. A set of principles for selecting outcome measures deriving from the planning process are also presented that, in conjunction with the planning model, serve as guidelines for establishing outcome measures within care systems. The resulting specific plan for measuring system- and client-level outcomes deriving from this process, along with challenges to the implementation of the outcome management plan, is described.

Exploring the link between service quality and outcomes. Parents' assessments of family support programs

Relationships among consumer-generated quality factors, satisfaction, and outcome measures were examined for family support services provided by Michigan's public mental health system. Parents focused on structural and procedural aspects of program accessibility and attended less to program administration issues. Parents who gave the services the highest quality ratings also were the most satisfied with services, saw the services as more effective, had fewer family problems, and rated their time and child-related resources as more adequate. Implications for evaluation practice are discussed.